Using Partner Relationship Management
Summarize
Summary of Using Partner Relationship Management
The Partner Relationship Management (PRM) plugin enables ServiceNow customers to streamline collaboration between enterprise partner managers and channel partners through a unified Partner Portal and PRM workspace. Enterprise Partner Relationship Managers can efficiently manage partner hierarchies, approvals, sales activities, and access controls, while channel partners can register deals, create quotes, and track opportunities within a branded, single interface.
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Key Features
- For Enterprise Partner Relationship Managers:
- Configure partner hierarchies, tiers, territories, and approval workflows for deal registrations and quotes.
- Manage product catalogs and discount governance based on partner tiers.
- Monitor partner sales activity, deal pipelines, and manage partner staff roles and access.
- Leverage the CSM configurable PRM workspace to set approvals, governance, reporting, and integrations.
- For Channel Partners:
- Register deals using guided workflows and submit for enterprise approval.
- Create and submit quotes with pre-approved discounts and product catalogs.
- Track deal and quote statuses in real-time within the Partner Portal.
- Manage team access, view opportunities, orders, cases, and access knowledge articles.
- Partner Portal Features:
- Home page provides quick access to create deal registrations, quotes, and cases.
- Sales section offers detailed views of deal registrations, opportunities, and quotes by status.
- Access to knowledge base, partner lists, service catalogs, and case management.
- Capabilities to raise inquiries, view analytics, and receive guided tours.
Practical Usage and Workflow
- Deal Registration: Channel partners start deals in Draft status, enter key details, then submit for approval. Enterprise managers define multi-stage workflows by territory, partner tier, and deal amount. Partners receive real-time approval notifications.
- Quote Management: Partners create quotes selecting customers and products from approved catalogs, applying discounts, and submitting for approval. Managers manage approval rules and can automate quote-to-opportunity conversion for order processing.
- Administrator Configuration: Administrators use the PRM workspace to set up partner programs, approval workflows, product catalogs, user roles, permissions, and reporting analytics. Integration settings allow linking approved deals to downstream workflows.
Additional Capabilities
- Create and manage channel partner records and customer service cases.
- Raise inquiries directly through the Partner Portal to communicate issues or questions with the enterprise.
- Manage partner staff registrations and transfers within partner organizations.
- Access detailed analytics on opportunities and quotes to monitor partner performance.
This comprehensive PRM solution empowers ServiceNow customers to enhance partner engagement, streamline deal and quote approvals, and gain visibility into partner sales activities—all from a centralized and intuitive platform designed for both administrators and channel partners.
Install the Partner Relationship Management plugin (com.snc.partner_relationship_management) to enable administrators and channel partners to collaborate through the Partner portal and PRM workspace. As an Enterprise Partner Relationship Manager, you can manage partner relationships, approvals, and sales activity. As a channel partner, you can access the Partner portal to register deals, create quotes, and track opportunities—all from a single, branded experience.
What you can do
- Set up partner hierarchies, tiers, and territories
- Configure approval workflows for deal registrations and quotes
- Define product catalogs and discount governance by partner tier
- Monitor partner sales activity and deal pipeline
- Manage partner staff and access controls
- Track deal registrations through approval stages
- Register deals through guided workflows
- Create and submit quotes for enterprise approval
- Track quote status and deal registrations in real-time
- Manage staff members and team access
- View opportunities and orders
- Access knowledge articles and engage with the community
Partner portal
Partner portal is the partner-facing workspace where partners manage sales activity, quotes, and deal registrations.
From the Partner Portal, you can use and access the following features.
| Task | Description |
|---|---|
| Create | Allows channel partners to create deal registrations, cases, or quotes. To learn more about creating deal registrations, see Register a deal on Partner portal. To learn more about creating quotes, see Create a Quote via Self-Service for Channel Partners. |
| Sales | Overview of deal registrations, opportunities, and quotes. View deal registrations in the Draft, Submitted, and Approved states. View Self-service quotes View a list of all active opportunities and their detailed analytics. |
| Services | Provides access to all cases and quick links to open cases that require action. |
| Catalog | List of all services that can be performed by a channel partner. |
| Partner Center | List of all the channel partners. |
| Knowledge | Select Knowledge on the header to view the kb_home page. You can search the knowledge base or view a list of top-rated or most viewed knowledge base articles. |
| General Inquiry | Raise concerns or queries with the enterprise. To learn more about general inquiry, see Raise an inquiry on Partner Portal. |
| Browse catalog | List of all catalog forms. |
| Cases | Provides access to all cases and quick links to open cases that require action. |
| My Lists | Lists of deal registrations, opportunities, quotes, orders, and cases associated to the channel partner. Select Opportunity to view detailed information about the line items and activity associated with an oportunity. |
| Quick Links | Links to knowledge articles and other information. |
| Tours | View a tour for additional guidance on how the Partner Portal works. Your administrator determines whether tours appear on pages. |
| Profile menu | Select your profile picture to view your profile or log out of the Partner portal. |
| Search | Search for support articles and other requests. Enter a search word or term and select Search to view the results. |
Deal Registration
- Select Create > Register a Deal.
- Enter deal details: account name, amount, close date, and product category.
- The deal is saved in Draft status.
- Submit for enterprise approval when ready.
- Track approval progress in the Sales section.
Enterprise managers configure approval workflows by territory, partner tier, and deal amount. Partners receive real-time notifications when their deal is approved or needs revision.
Quote Management
- Select Create > Create Quote.
- Select a customer and add products from the approved catalog.
- Configure quantities and optionsApply pre-approved discounts (within limits).
- Add attachments or internal notes.
- Submit for approval.
- View all quotes in the Sales section.
- Filter by status: Draft, Submitted, or Approved.
- Track approval progress in real-time.
- Download approved quotes as PDF.
- View full version history and activity.
Enterprise managers define approval rules by quote amount, partner tier, and product category. Approved quotes can automatically convert to opportunities for downstream order processing.
CSM configurable workspace for PRM (For Administrators)
The PRM workspace is where enterprise administrators configure partner programs, approvals, and governance.
- Partner setup: Define partner hierarchies, tiers, programs, and territory assignments.
- Approval workflows: Configure multi-stage approval rules for deal registrations and quotes by territory, tier, and amount.
- Product catalog management: Manage which products each partner tier can access. Set discount limits and approval thresholds.
- User roles and permissions: Assign roles to Partner Managers, Admins, and Agents. Control what each user sees and can approve.
- Reporting and analytics: Track partner deal pipeline, quote activity, and approval metrics. Monitor channel revenue.
- Integration settings: Configure automatic opportunity conversion from approved deals. Map custom fields for downstream workflows.